Home
>
Team Building
>
WIIFM - Making the Whats In It for Me? Question Work for You

WIIFM - Making the Whats In It for Me? Question Work for You

In the constantly changing world of Call Centers, asking agents to adapt to ever increasing demands, responsibilities and performance can be a challenge to even the most involved of managers. Being able to create buy in is always challenging, but if you can answer the WIIFM question you will be ahead of the game.

While some people may think that the WIIFM question is selfish and self serving, I want to challenge that notion. Very few of us are willing to be completely altruistic in our daily endeavors. We hold down jobs and invest in careers for diverse reasons but the bottom line is that the work we do provides us the means to live the way we choose. When we can no longer see the WIIFM because we are bogged down in the challenges of our daily tasks, we no longer feel compelled to perform those tasks.

So, let me ask you a few questions. Why do you work? Is the work you do important to you or is it just the means to a different end? Do your goals include continuing to do the job you are currently in or do you intend to make a career change? How does the job you're performing now fit into your goals? In other words "What's in it for you?"

Now that you have thought about your WIIFM answers how can you provide the WIIFM for the people that work for you? I know that in a busy Call Center getting to know every employee's hopes and aspirations can be difficult at best. However, giving them the tools to ask and answer their own WIIFM questions can lead to a happier and more productive agent. When discussing new policies, coaching for better performance, or talking about the direction of the organization?keep in mind "what is in it for me (them)." They may not know the answer or they may not be able to see it during the discussions. Giving them the opportunity to ask the question or giving them examples of the WIIFM can make accepting change, or receiving coaching easier.

Actually, WIIFM is just another way to motivate your people that may or may not consist of monetary goals. Not everyone in your employment is motivated by more money, or it may not be their primary motivator. For example, I am completely motivated by praise. I can go a long way on an "atta girl". If you get specific about why and where you think I am doing a good job, I will double my efforts to be valued, appreciated and praised. I will even ask for praise when I need it. However, when I work in a situation where I don't feel valued or appreciated, all the money in the bank won't keep me satisfied. Do you know what motivates your employees to perform? Can your employees answer that question for you?

When your employees see the WIIFM they can make informed decisions about their contributions. It provides focus and can create target goals to strive for. Answering the WIIFM question can alleviate fears and frustration, help employees navigate change and even provide a reason to excel. If you could help every employee ask and answer the "what's in it for me?" question would it make your job easier? Would it give you the tools you needed to provide better motivational messages, contests, and benefits? Could helping your employees understand "what's in it for me" improve productivity, retention, or employee satisfaction? WIIFM can work for you; all you have to do is ask the right questions.

If you are interest in leadership theory and practices then you need to visit: http://www.righttolead.com. Carole Sue Jones is a contributing writer and thinker for our organization. In addition, as a leader you may be interested in http://www.righttolead.com.

affordable house cleaning Wilmette ..

In The News:

A new phishing scam targets family photos with fake "Cloud Storage Full" alerts. Criminals steal credit card information through fake sites. Learn protection tips.

South Korean scientists create ultra-thin fabric muscles that turn clothes into robotic assistants, lifting 33 pounds while weighing under half an ounce.

Archer Aviation has acquired Hawthorne Airport for $126M to launch an LA air taxi network ahead of the 2028 Olympics, featuring AI-powered eVTOL operations and next-gen aviation tech.

Stay up to date on the latest AI technology advancements and learn about the challenges and opportunities AI presents now and for the future.

Fake AI apps disguised as "ChatGPT" and "DALL·E" are flooding app stores with dangerous malware that steals data and monitors users without detection.

Fake buyers demand specific vehicle reports from unknown sites to steal credit card information from car sellers, but warning signs can help identify these scams before paying.

Android users can now manage apps across multiple devices more easily with Google Play Store's updated remote uninstall button in the latest update.

NASA's Perseverance rover discovers shiny metallic rock on Mars that could be a meteorite from an ancient asteroid, containing high levels of iron and nickel.

Holiday scams spike during Black Friday and Cyber Monday as criminals exploit your leaked personal data. Learn how to protect yourself from fake stores and phishing.

Commerce Department proposes TP-Link router ban over Chinese security risks. Learn how this potential prohibition could affect your home network and devices.

Hyundai AutoEver America suffered a data breach affecting 2,000 current and former employees, exposing names, Social Security numbers and driver's license information.

Washington court rules automated license plate reader images are public records, even when stored by vendors like Flock Safety, setting precedent for transparency.

Fake airline texts claiming flight cancellations are targeting travelers with convincing scams. Learn how cybercriminals steal personal data and credit card info.

Discover how iOS 26's new Adaptive Power feature automatically extends iPhone battery life by learning your usage patterns and adjusting performance intelligently.

New TikTok malware campaign tricks users into running PowerShell commands that download Aura Stealer, which steals credentials and authentication tokens.

Gaia Family offers fixed upfront pricing for IVF cycles with unlimited embryo transfers and financial protection, partnering with over 100 U.S. fertility clinics.

The Jetsons Act aims to position Pennsylvania as a leader in advanced air mobility by establishing regulations for hybrid ground-air vehicles.

Fake Geek Squad invoice emails are targeting users with convincing charges and urgent phone numbers to steal personal information and money.

Fox News Digital's artificial intelligence newsletter digs into a robot in Russia that faceplanted, George Clooney's alarm and OpenAI's rivalry with the New York Times.

Major data breach at Conduent exposes personal information of 10+ million people. Government contractor hit by cyberattack affecting Medicaid, child support systems.

Texas startup Janta Power raises $5.5M for innovative vertical solar towers that generate 50% more energy than traditional panels while using just one-third the land.

NASA's twin ESCAPADE spacecraft launched aboard Blue Origin's New Glenn rocket Thursday afternoon from Cape Canaveral, beginning their journey to Mars with arrival expected in 2027.

Learn how to set email reminders on iPhone and Android so you never forget to reply again. Simple built-in features help you stay organized and on top of messages.

Discover how Apple's passkeys revolutionize Mac security by replacing vulnerable passwords with biometric authentication and encryption for ultimate protection.

New survey reveals 78% of parents fear AI scams targeting their kids, yet nearly half haven't discussed these threats. Learn why this dangerous gap exists.

WIIFM - Making the Whats In It for Me? Question Work for You

Team Building